The Fireplace Place

Complaint: [redacted] I am rejecting this response because: Awaiting final inspection by Fire and building Depts Regards, [redacted] />

This job was completed on April 10, 2014, 100% to customer's satisfaction

On Monday 4/we contracted Mr.*** *** to follow up on inspectors that were preformed on friday 4/All inspections have passed and now job is closedif you have any questions feel free to contact us at ###-###-####

Complaint: [redacted]
I am rejecting this response because:  Awaiting final inspection by Fire and building Depts.
Regards,
[redacted]
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Review: After placing a deposit on a fireplace insert in October 2013 and after months of inactivity or delay or negligence, the fireplace insert was installed on January 25, 2014. The installers installed the fireplace insert and connected the partial chimney insert. The outer pieces were not installed pending town inspection. I was told that they (installers) would return once the town inspector gave his OK. On Feb. 4, 2014, the inspector OK'd the venting , but had issues with a plate inside the insert that was misaligned which created a gap. I called the Fireplace Place on Feb. 4th 2014 (after inspection)at 11:04 AM and talked to [redacted]. Communicated to him the problem and told him the inspector did not give me a sticker. I was told to call the installation manager([redacted]). On Feb. 10, 2014, at 11:47 AM. I talked to [redacted] and told him that the gasket to the fire place insert broke in half and one of the panel still had a gap. He set up appointment for installers to come out on Friday, Feb. 14 between 12 pm and 2 pm. Snow storm occurred Early morning Friday. Called Friday, Feb. 14th at 9:53 am, spoke to [redacted] to see if installers were coming. Answer was no. [redacted] said he will call back to reschedule within the hour. Did not receive a call. On Feb. 21, 2014 at 11:53 am, call The Fireplace Place spoke to [redacted]. She said that [redacted] was busy and he would call back in an hour. Still have not talked to anyone from the Fireplace Place.Desired Settlement: Have the installers fix the panel inside the insert, Replace the gasket, and complete the installation of the remaining parts.

Review: 12/10/13 placed order. 1/14/14 told couple hundred dollars for unit that would fit. Actual $650. Installation 1*30/14 charged for all materials and labor. Missing $339 blower, $583 brass door, flue non-combustible cover plate and cap. Were to return after passing fire and building inspections 2/12/14 at 1:30pm. At 2:00pm called and was told men would be here at 6pm. Questioned the 6:00pm and was sarcastically told again 6:00pm. Men never showed. At 7pm called and store was closed. Left message to call back the next day. Next day was Thursday snow day and no call. Friday no call. Called 3:10pm Friday 2/14/14 for [redacted] told by [redacted] he was on the phone and to call back in half hour. Called back at 3:49pm told [redacted] was in the warehouse and [redacted] would leave a message to call back. Again no return call.

Owes $1,000 in materials and $500 in labor to finish installation. Also owe reason for lying to me about men coming at 6:00 o'clock and not showing up and why he refused to return my telephone calls. A dissatisfied customer.Desired Settlement: Refund of $1,500 until the project is completed. 100% delivery of materials and completion of the project. I bargained in good faith and [redacted] and his associates did not.

Business

Response:

This job was completed on April 10, 2014, 100% to customer's satisfaction.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Awaiting final inspection by Fire and building Depts.

Regards,

Business

Response:

On Monday 4/21 we contracted Mr.[redacted] to follow up on inspectors that were preformed on friday 4/18. All inspections have passed and now job is closed. if you have any questions feel free to contact us at ###-###-####

Review: I purchased a woodburning insert with instalation from The Fireplace Place. The agreement was to have a full stainless steel 6 inch chimney liner for the full length of the chimney. This is listed on our contract and the inspection application. Upon instalation I was told by "[redacted]" that there was a shift in the chimney blocks at the top of the chimney, so he couldn't get the liner completely to the top, but it was only a "couple of feet short" and would not cause a problem.

After several chimney companies refused to clean my chimney, because it was not up to code, I contacted the store to resolve the issue. They sent "[redacted]" out again and he told me the other companies were just trying to make money off of me and they he would be back to clean the chimney himself. He never came back after I called him several times. I finally got a trusted chimney business to clean and look at my chimney. The install was so bad, the company actually thought I installed it myself. I was shown that the liner only went up about 5 feet from the unit, not the 25 feet paid for and was told was installed. There was also no insulation installed, which has cost my who knows how much in lost heat.Desired Settlement: Install a full stainless steel 6 inch chimney liner the entire length of the chimney. Insulate on the bottom and top of the chimney and cap it.

Review: On at least 6 different occasions, different employees have promised the work will be completed within the week, and made specific appointments to come complete the work, but never show up or call to advise. I then call back and the process begins again, a dozen or so times. This has been going on for 5-6 months. The first appt. (after initial order) they showed up, but instead of installing the cover as promised, they collected my awning frame (as well as my fireplace flux handle). This is most upsetting, because now I cannot get the work completed by somebody else, and I am concerned I will lose the very expensive custom frame. I made it clear that I needed the work done in a reasonable time frame as I am selling my house; now I am forced to show my house to prospective buyers without the awning. Additionally, the lack of awning in our harsh Winter causes snow and ice to accumulate on the stairs, endangering seniors living at the home. Over the last 5-6 months I have spent hours trying to resolve the issue, and taken several days off of work to meet them for appts' they have not shown up for nor even called to say they could not make it. I cannot believe anything they say at this point because without exception they make a new promise and then fail to deliver on it .Desired Settlement: I want my awning frame and flux handle returned to my property by 01/05/2014, and my deposit of $200. returned likewise. My claim exceeds the contract price because they have possession of my custom size awning frame and flux handle which will cost about $1550. to replace. If they can complete the job entirely by 01/05/2014 to my satisfaction that would be acceptable as well, but I am not interested in plans or promises at this point and I cannot wait any longer.

Review: Wood burning insert stove has a disintegrating combustor gasket causing the combustor to lean forward, causing the stove to work less efficient. Stove installed 1/21/14, with minor problems, which were corrected. Leaning combustor first addressed 3/18 when it was up righted. only to fall forward the next day. To date I have made numerous calls to the store, most of which were not returned, and have spoken to the serviceman, only to be given excuses for the situation not be fixed. The serviceman told me the people at the store are only salesmen and don't know anything. I should only talk to him,. He told me the part involved serves no purpose, which the tech at the manufacturer claims has a purpose. The serviceman says he ordered the part 3/26. I spoke to the store 4/10, was told the part was in and gave me an appointment for the next day for installation. Serviceman didn't come. I called the store and they had the serviceman call me to say the part is not in and no one had the right to tell me other wise. Nine out of ten times when I call the person I need to speak with is busy with a customer, on the phone, out for co0ffee, at the bank or not there. I'm told someone will call me back. I end up calling again, only to be brushed off again. So far I have had two appointments with no shows and no one calling to cancel. Called store to complain on 2/12, 2/25, 3/3, 3/7, 3/9, 3/24, 3/25, 3/26, 4/8, 4/11, 4/30.Desired Settlement: I want the stove repaired.

Review: Installation of Fireplace took place in Nov 2013, Now Jan 2014 and still waiting for fireplace to be put into proper working order.

Repeated missed service calls. Lack of managment being repsonsable for service personnal. Constantly refering call back to service

and not knowing who is supposed to be servicing my call.Desired Settlement: I want my product to work as outlined by the manufacture.